Director, Staffing Transformation & Operations
Core
Lead the multi-year staffing strategy and AI-enabled transformation for Member Care, overseeing workforce management, vendor/BPO operations, and productivity improvements.
Role type
Director, Staffing Transformation & Operations
Builds
AI-enabled staffing engine, optimized vendor partnerships, and scalable workforce management models for Member Care
Domain
Healthcare / Workforce Management / Vendor Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Multi-year strategy planning, workforce management, vendor strategy, AI roadmap execution, data-driven forecasting, operational performance analytics, cross-functional partnership
Preferred skills
AI/automation integration, BPO relationship management, segment-based staffing design, real-time workforce optimization
Technologies
AI tools, automation platforms, workforce management systems, analytics platforms
Responsibilities
Own the multi-year Member Care staffing strategy across channels and roles; Translate demand forecasts into capacity, staffing, skilling, and scheduling requirements; Lead the workforce management function including capacity planning, schedule design, and real-time management; Evolve the staffing model through segment-based role design and cross-skilling; Define the next phase of the staffing model in an AI-forward environment; Own Member Care's current and long-term vendor strategy and performance standards; Partner across Product, Engineering, IT, and Operations to identify and scale AI and automation opportunities; Modernize productivity definitions to reflect complex, non-queue-based work and AI-augmented service delivery
Seniority
Director, strategic leadership & cross-functional execution
